General information

JobID: 10485

Position Level: Individual Contributor

Team: Implementation & Support

Position Type: Regular

Working Time: Full-Time

Locations: Allen, Texas, Charlotte, North Carolina, Monett, Missouri, Remote, Remote, Springfield, Missouri, Springfield, Missouri, Springfield, Missouri

Travel Requirements: 0%

Description & Requirements

At Jack Henry & Associates, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members.  Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you’ll join us. We can’t do it without you.

The Technical Support Representative, Advanced, provides product support to customers. Using product knowledge, the Technical Support Representative provides the highest level of service to resolve the customer's issue and restore the customer to fully functioning status, while strengthening the customer-JHA relationship.

This position can be based remotely throughout the U.S. or out of one of the following JHA office locations: Monett, MO, Springfield, MO, Charlotte, NC or Allen, TX.

What you’ll be responsible for:

  • Install: Perform the TurnOver’s installation on new partitions.
  • Set up: Perform the TurnOver’s global set up on new partitions, create and set up application definitions and set up distribution when required on new and existing partitions.
  • Upgrade: Install the quarterly TurnOver’s development cumulative packages and new TurnOver’s development versions when available. 
  • Maintain: Perform the regular TurnOver maintenance on applications (scheduling applications reviews and maintenance, e.i:  library list, explosion tables, scheduling x-ref files rebuilds, audit and adjustments, performing the appropriate programs to make sure object and source text descriptions match, etc.).
  • Support: Provide the level 2 and level 3 TurnOver’s support to programmers and the junior technical support representative during the day and after hours on daily, weekly, monthly promotions. There will be an experienced TurnOver administrator on call scheduled.
  • Training: Participate in TurnOver’s and programming trainings within the JHA and outside when it is available. Will also train the programmers on how to use the product in a better and more efficiently way, will provide guidance and training to the junior technical support representative.
  • May perform other job duties as assigned. 

What you’ll need to have:

  • Minimum of 4 years of technical support experience with a minimum of 2 years’ experience with TurnOver or change control management.
  • Great attention to detail and multitasking skills.

What would be nice for you to have:

  • Strong knowledge of the financial industry as it relates to banks and credit unions.
  • Able to identify and resolve application and service issues.
  • Able to provide outstanding customer service as set forth by corporate policies and standards.                                                                

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry’s mission and can contribute to our company in a variety of ways. 

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company’s strength and success depends on their well-being. We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial wellbeing of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders. 

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job description may be requested through the interview process at any time.